IT Manager - Knowledge Management Lead

Company Background

Founded in 1847, the roots of Hapag-Lloyd AG go back to the 19th century, when the company set sail for New York with their first ships of general cargo and passengers. From these beginnings, Hapag-Lloyd has grown into a leading and globally active container liner shipping company with an exciting history founded on core company values.

With a fleet of 266 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world's leading liner shipping companies. In the liner shipping segment, the company has 13,500 employees at locations in 140 countries with 403 offices. Hapag-Lloyd has a container fleet of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. Worldwide, 113 liner services ensure fast and reliable connections between more than 600 ports on all continents. In the Terminal & Infrastructure segment, Hapag-Lloyd bundles its holdings in 20 terminals in Europe, Latin America, the USA, India and North Africa. Around 2,900 employees work in the Terminal & Infrastructure segment and complementary logistics services at selected locations.

"We care. We move. We deliver." – these are our corporate values, and they are at the heart of everything we do. Our values tell a story about where we come from. They define who we are, and they guide us on our path into the future. They guide the way we do business, inspire us, motivate us, and help us find the right path like an inner compass – together.

Our values are not only linked to our actions and business activities, but also to our vision and mission. In 2018, we set ourselves the goal of becoming the "Number One for Quality". We have a clear strategy that will help us along the way. Our values are a guiding force that will enable us to implement this strategy in a sustainable way.

"Connecting the world across oceans" – that's what we stand for at Hapag-Lloyd. That's our goal, and that's what we've always done – for more than 175 years. Today, we connect companies, markets and economic systems. We facilitate global trade, promote the prosperity of countries and businesses, and open up new opportunities wherever we operate.

Our greatest asset on this journey is our 14,500+ employees around the globe. And what unites us all is our common culture and our values: "We care. We move. We deliver."

THE IT ORGANISATION

A globally focused shipping and terminal organisation, Hapag-Lloyd is continuing to drive an ambitious and complex change and transformational program to modernize the applications enabling the digital journey of its customers. Hapag-Lloyd’s strategy depends on a successful digital transformation.

As such, the business is building competitive advantage through technology and digitising interaction with customers and its core operational processes. Against this backdrop, the Global One IT has a mandate from the executive board to lead the technology transformation of Hapag-Lloyd.

This role is based in Chennai which has just recently been established as one of 3 global IT hubs for Hapag-Lloyd and will be the global IT development hub. The manager is required to play a crucial role in helping Hapag-Lloyd to achieve its goals by successfully innovating and creating world class solutions while optimizing the costs as efficiently as possible.

About The Role

The Knowledge Management (KM) Lead is responsible for designing, implementing, and overseeing knowledge management strategies and processes within the organisation. This role ensures that knowledge is effectively captured, shared, and utilised to improve decision-making, innovation, and operational efficiency. The KM Lead will drive the development of knowledge-sharing frameworks, tools, and platforms, working closely with key stakeholders to foster a culture of continuous learning and collaboration.

Key Responsibilities And Tasks

• Develop and implement a knowledge management strategy aligned with organisational goals, fostering a culture of knowledge sharing and collaboration
• Establish frameworks, processes, and policies for capturing, storing, and disseminating knowledge across the organisation
• Identify key knowledge gaps and work with stakeholders to address them through appropriate solutions
• Oversee the creation and maintenance of knowledge repositories, ensuring information is well-organised, easily accessible, and up-to-date
• Promote best practices for knowledge capture, including document management, knowledge databases, and collaborative tools
• Implement processes for documenting experiential knowledge through interviews, case studies, and other methods
• Encourage and facilitate knowledge sharing across teams, departments, and external partners
• Develop and manage knowledge-sharing platforms, such as intranets, wikis, and collaboration tools
• Organise and lead knowledge-sharing initiatives, workshops, and communities of practice
• Provide training to employees on knowledge management tools, processes, and best practices
• Foster a culture of continuous learning and collaboration through regular knowledge-sharing events and initiatives
• Act as a subject matter expert on knowledge management, offering guidance and support to teams and departments
• Measure the effectiveness of knowledge management initiatives through KPIs and user feedback
• Continuously improve KM processes, tools, and systems based on performance metrics and evolving organisational needs
• Stay current with emerging knowledge management trends and technologies, implementing innovations as needed
  
  
  

Skills Required

• Relationship Management
• Information Content Publishing
• Data Management
  
  
  

BEHAVIOURS & APPROACH

• Promotes a collaborative environment where knowledge sharing is encouraged and valued across all levels of the organisation
• Takes the initiative to identify opportunities for knowledge improvement and continuously aligns strategies with organisational goals
• Demonstrates a strong curiosity to learn, keeping up with the latest trends, technologies, and methodologies in knowledge management
• Focuses on the needs of internal customers, ensuring that knowledge management solutions add value and improve business outcomes
• Able to adapt to changing organisational needs and technological advancements, continuously refining KM strategies and practices
• Strong communication, presentation and interpersonal skills, with the ability to engage effectively with senior management.
• Strict, Rigorous, Meticulous, detailed oriented with the ability to convince effectively
• Experience with and sensitivity to different cultures
  
  
  

Work Experience

• Minimum of 5 years’ experience in ITSM related position(s) including Knowledge Management activities
• Good technology awareness
• ITIL lifecycle foundational awareness v3 / v4
• Experience of a multi-skilled function operating globally
• Experience of ServiceNow modules and processes
• IT Infrastructure & Operations background would be advantageous
  
  
  

EDUCATION QUALIFICATION

• Bachelor’s or Master's degree in a relevant field (e.g. Information Technology, Computer Science, Operations Management or related).
• ITIL 3 or 4 foundation certification
• Experience with ServiceNow modules
• English language – expert proficiency (additional languages are beneficial)
  
  
  

What We Offer

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Employees’ Deposit Linked Insurance Scheme (EDLI)
• Learning & Development through HL Academy
• Flexible Work from Home
• Leave Travel Allowance
• Variable performance bonus
• Recreation facilities
• Privilege, Casual and Sick leaves
  
  
  

HAPAG-LLOYD TECHNOLOGY CENTRE IS A PLACE FOR EVERYONE.

At Hapag-Lloyd Technology Centre, we believe that we can only succeed if we let our differences enrich our culture. Our Hapag-Lloyd Technology Centre associates come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently abled status. We celebrate diversity, equity and inclusivity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to innovate solutions that make a difference in the shipping world.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard. We care, We move, We deliver.